News Releases
The latest news and announcements from Mayor London N. Breed

Mayor Lee Launches New Emergency Shelter Reservation Using City’s 311 System

New System Allows Homeless Single Adults to Easily Make 90-Day Shelter Reservation

Mayor Edwin M. Lee today announced that homeless individuals can make a 90-day shelter reservation by calling 311 beginning on Saturday. The new system makes it easier for women, people with disabilities and non-English speakers to access the emergency shelter system by eliminating the need to wait in line and instead use 311’s 24 hours a day, 7 days a week, 365 days a year translation capabilities.

“We want to make it as easy as possible for homeless adults to access safe, clean emergency shelters when they need it, so that they can seek employment, access vital services and find permanent housing,” said Mayor Lee. “Thanks to 311, the Human Services Agency and the participants of the Shelter Access Workgroup, we now have a better system for the people who need it.”

The Shelter Access Workgroup is a stakeholder process led by the Mayor’s Office of HOPE to improve access to and outcomes from the emergency shelter system for single adults. The new reservation process was designed with significant input from policy makers, service providers, advocates and homeless individuals.

“Emergency shelter is vital to our toolbox to end homelessness, and a 90-day stay in shelter can make the difference between life and death for those on our streets,” said Mayor’s Office of HOPE Director Bevan Dufty. “Many citywide partners helped develop this reservation process and we look forward to improving outcomes for people on our streets.”

“When I sponsored a hearing on shelter access, I was moved by the testimony of homeless individuals who had spent many cold nights in line in the Tenderloin to secure a 90-day shelter reservation. Our most vulnerable residents shouldn’t have to put themselves at risk to find a shelter bed,” said District 6 Supervisor Jane Kim.

“Providing better access to our emergency shelter system will enable us to maximize the number of beds that are used every night, which means that fewer people will have to spend the night on the street,” said Human Services Agency Director Trent Rhorer.

San Francisco’s 311 Customer Service Center provides a prompt, courteous and professional customer service experience 24 hours a day to San Francisco residents, visitors, and businesses seeking general information and services. Since its launch in March 2007, 311 has answered more than 15 million calls and serves callers in more than 176 languages. 311 sets the benchmark for exceptional customer service through compassionate, helpful and knowledgeable staff, enabling the government to be transparent, responsive, effective, and efficient.

“311 is here to serve all San Franciscans, and we are proud that our customer service expertise can assist homeless individuals secure shelter reservations,” said 311 Customer Service Center Director Nancy Alfaro.

As of Tuesday, February 25, 2014, long term single adult shelter reservations will be made through a waitlist system managed by the 311 Service Center. Interested individuals can call 311 or visit any shelter reservation site to sign up for the program. Initial sign-up for the first shelter reservation waitlist will begin at 10 a.m. on Saturday, February 15, 2014. When a bed is available, the individual can be called, texted or notified via their case manager. Individuals can also look online for waitlist status at

Locations for Emergency Adult Shelter Reservation Sites:

MSC South Drop-In, 525 Fifth Street, (415) 597-7960

5:00 p.m. - 1:00 a.m. every day

United Council of Human Services - Resource Center, 2111 Jennings Street, (415) 671-1100

7:00 a.m. - 9:00 a.m. every day

7:00 p.m. - 9:00 p.m. every day

Mission Neighborhood Resource Center, 165 Capp Street, (415) 869-7977

Monday through Friday

7:00 a.m. - Noon

2:00 p.m. - 7 p.m. (until 8 p.m. Thursdays and Fridays)

Saturday:  7 a.m. - Noon

Glide Walk-In Center, 330 Ellis Street, (415) 674-6012

Monday through Friday

7:00 a.m. - 11:00 a.m.

4:00 p.m. - 9:00 p.m.